Hello, A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint The Executive Resolution Specialist (ERS) noticed there is currently a work order scheduled for the internet issues If the customer still needs further assistance, please contact Cox’s Executive Resolution Team at the number provided by the ERS We apologize for not being able to reach the customer, but look forward to being able to resolve their concern Sincerely, Cox’s Executive Resolution Team
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The response from Cox Executive Resolutions team is not accurateFor the record, I received three missed calls from Kevin, who identified himself as an "Executive Resolution Specialist," on August at 12:p.m., on August at 5:p.mand on August at 12:p.mHe left messages for me on those dates and timesMy phone records show his caller ID number as ###-###-#### but during the messages he instructed me to call him back at ###-###-####I was unable to call him back until August I called ###-###-#### on August at 2:p.mand I left a message for Kevin to return my callMy phone records show that Kevin called me back on August at 3:p.mfrom phone number ###-###-####My caller ID shows that his number is a Virginia Beach, Va., phone numberWe spoke for minutesKevin provided me with an offer to settle my dispute and I agreedI don't understand why he is now claiming that I have not returned his phone callsHe is clearly mistaken Regards, [redacted]
On February 3, a member of the Executive Resolution team contacted the customerIt was explained that the Collections balance of $was due to an unreturned modem that we had incorrectly identified as Cox property Since we verified that the modem should not have been charged to the customer, the equipment has been removed from his accountNotice has been sent to the Collections Agency for the Credit Report to be updated as Cox ErrorWe ask that the customer please allow up to days for the Credit Bureaus to be updated We appreciate the opportunity to address his concerns and in the event he has any further questions, he may reach out to the Executive Resolution Specialist at the number provided to him Sincerely, Cox’s Executive Resolution team
On January 16, 2018, a member of the Cox Executive Resolutions team, contacted the customer to address her complaintIt was explained to the customer that her former rate of $included discounts between October and October and May and May As a result of her October expiring as scheduled in October 2017, her promotional rate increased to $Her remaining discount, which is subject rate increases, will expire in May After which, her monthly rate will return to its regular price The customer indicated that she will continue to pay $for future Bill statementsBecause this will result in a carried over balance, she was informed that she will be responsible for any remaining balances and late payment feesThe customer then requested to end the call, and there was no opportunity to address her service related issues We apologize that we were unable to reach a mutual solution with the customerShould the customer still require assistance with her Cox services, we ask that she please contact our Technical Support team at [redacted] Sincerely, Cox Executive Resolutions team
I am attaching a letter written by one of our salespeople that worked with Mrs*** It addresses that we have looked at the floor more than once and have told her we feel it is a moisture problem in her home causing the buckling Also, she was given estimates totaling $– she was only charged $total on two invoices for the materials and labor If you should have any additional questions, please let me know [redacted] VP
[redacted] [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.The response made by the Cox Communication was very prompt too.Thanks for your help! [redacted] ***
[redacted] [redacted] I am rejecting this response because: The business and the billing practices of Cox are illegal, unethical and fraudulentThe deal given to me on 5/18/over the phone is valid until 5/18/Cox Representative I spoke to was MrB [redacted] If they failed to record the deal it was their fault They never advised me on any type of waiver from the one year promotion deal offered on 5/18/The irregularities in their billing was brought to their attention on timeCox's billing dept has been cheating and deceiving customers like meIt seems cox was manipulating the billing and sales records from They gave me an outdated modem during that time and overcharged me for many yearsThe representative MrJ [redacted] recognized their billing errors and the failure to supply the proper modem on 8/17/after several years I was told that that, they are receiving many complaintsThe billing problem was due to the contract given to different companiesCox told me to return the modemI was asked to buy the Modem and router combination deviceThe speed was always lowWifi Net work speed was altered frequently in this device as of today to - though they offered 10-15-and MbpsThe price was was increased without any prior noticeMrMichael S***, cox representative at [redacted] *** [redacted] told me that the billing errors were corrected in their systemWhen I called, there was no adjustment made or notes entered into their systemThey are very unreliable.The cox TV starter Mini box model [redacted] The TV signals was not receiving properly by this box for many monthsThis leads to repeated manual disconnection and connection of the cox cable to get even the regular channels It costs me a lot of time and I earnestly requesting Revdex.com to get into the details of their business practicesI did not owe any balance to cox as of the 1/20/ I have decided not to have business with them after 5/18/ Regards, [redacted]
A member of the Cox Executive Resolutions team contacted the customer to address her concernsWhen TV and Phone were added to the customer’s account in May 2016, it was not clarified that her Internet promotion from August was set to expire in August As a result, her monthly rate increased from $to $Due to the inconvenience, we have renewed her Internet promotion for an additional monthsHer new monthly rate is $(Cox’s promotional pricing excludes taxes and rate increases.) We appreciate the customer’s acceptance of this offerThis will complete her original month offering, which will expire in April/May At which time, her monthly rate for her TV and Phone services will return to its regular price, while her Internet discount will end in September/October The customer has agreed to pay her remaining balance of $136.34, due by 10/21/We apologize for any confusion this may have causedShould the customer have any further questions about this particular matter, we ask that she please contact our Billing team directly at ###-###-#### Sincerely, Cox Executive Resolutions team
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
A member of the Executive Resolution team spoke with the customer on December 4, and apologized for the bad experience and for the mis information regarding the refundDue to the miscommunication as a courtesy the Executive Resolution Specialist credited the customer for months of internet service to cover the difference missing from the refundThe customer confirmed that the refund check was received and they were satisfied with the goodwill creditThank you allowing us the opportunity to address the customer’s concernExecutive Resolution Team
Hello, A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint The Executive Resolution Specialist (ERS) noticed there is currently a work order scheduled for the internet issues If the customer still needs further assistance, please contact Cox’s Executive Resolution Team at the number provided by the ERS We apologize for not being able to reach the customer, but look forward to being able to resolve their concern Sincerely, Cox’s Executive Resolution Team
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The response from Cox Executive Resolutions team is not accurateFor the record, I received three missed calls from Kevin, who identified himself as an "Executive Resolution Specialist," on August at 12:p.m., on August at 5:p.mand on August at 12:p.mHe left messages for me on those dates and timesMy phone records show his caller ID number as ###-###-#### but during the messages he instructed me to call him back at ###-###-####I was unable to call him back until August I called ###-###-#### on August at 2:p.mand I left a message for Kevin to return my callMy phone records show that Kevin called me back on August at 3:p.mfrom phone number ###-###-####My caller ID shows that his number is a Virginia Beach, Va., phone numberWe spoke for minutesKevin provided me with an offer to settle my dispute and I agreedI don't understand why he is now claiming that I have not returned his phone callsHe is clearly mistaken Regards, [redacted]
On February 3, a member of the Executive Resolution team contacted the customerIt was explained that the Collections balance of $was due to an unreturned modem that we had incorrectly identified as Cox property Since we verified that the modem should not have been charged to the customer, the equipment has been removed from his accountNotice has been sent to the Collections Agency for the Credit Report to be updated as Cox ErrorWe ask that the customer please allow up to days for the Credit Bureaus to be updated We appreciate the opportunity to address his concerns and in the event he has any further questions, he may reach out to the Executive Resolution Specialist at the number provided to him Sincerely, Cox’s Executive Resolution team
On January 16, 2018, a member of the Cox Executive Resolutions team, contacted the customer to address her complaintIt was explained to the customer that her former rate of $included discounts between October and October and May and May As a result of her October expiring as scheduled in October 2017, her promotional rate increased to $Her remaining discount, which is subject rate increases, will expire in May After which, her monthly rate will return to its regular price The customer indicated that she will continue to pay $for future Bill statementsBecause this will result in a carried over balance, she was informed that she will be responsible for any remaining balances and late payment feesThe customer then requested to end the call, and there was no opportunity to address her service related issues We apologize that we were unable to reach a mutual solution with the customerShould the customer still require assistance with her Cox services, we ask that she please contact our Technical Support team at [redacted] Sincerely, Cox Executive Resolutions team
I am attaching a letter written by one of our salespeople that worked with Mrs*** It addresses that we have looked at the floor more than once and have told her we feel it is a moisture problem in her home causing the buckling Also, she was given estimates totaling $– she was only charged $total on two invoices for the materials and labor If you should have any additional questions, please let me know [redacted] VP
[redacted] [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.The response made by the Cox Communication was very prompt too.Thanks for your help! [redacted] ***
[redacted] [redacted] I am rejecting this response because: The business and the billing practices of Cox are illegal, unethical and fraudulentThe deal given to me on 5/18/over the phone is valid until 5/18/Cox Representative I spoke to was MrB [redacted] If they failed to record the deal it was their fault They never advised me on any type of waiver from the one year promotion deal offered on 5/18/The irregularities in their billing was brought to their attention on timeCox's billing dept has been cheating and deceiving customers like meIt seems cox was manipulating the billing and sales records from They gave me an outdated modem during that time and overcharged me for many yearsThe representative MrJ [redacted] recognized their billing errors and the failure to supply the proper modem on 8/17/after several years I was told that that, they are receiving many complaintsThe billing problem was due to the contract given to different companiesCox told me to return the modemI was asked to buy the Modem and router combination deviceThe speed was always lowWifi Net work speed was altered frequently in this device as of today to - though they offered 10-15-and MbpsThe price was was increased without any prior noticeMrMichael S***, cox representative at [redacted] *** [redacted] told me that the billing errors were corrected in their systemWhen I called, there was no adjustment made or notes entered into their systemThey are very unreliable.The cox TV starter Mini box model [redacted] The TV signals was not receiving properly by this box for many monthsThis leads to repeated manual disconnection and connection of the cox cable to get even the regular channels It costs me a lot of time and I earnestly requesting Revdex.com to get into the details of their business practicesI did not owe any balance to cox as of the 1/20/ I have decided not to have business with them after 5/18/ Regards, [redacted]
A member of the Cox Executive Resolutions team contacted the customer to address her concernsWhen TV and Phone were added to the customer’s account in May 2016, it was not clarified that her Internet promotion from August was set to expire in August As a result, her monthly rate increased from $to $Due to the inconvenience, we have renewed her Internet promotion for an additional monthsHer new monthly rate is $(Cox’s promotional pricing excludes taxes and rate increases.) We appreciate the customer’s acceptance of this offerThis will complete her original month offering, which will expire in April/May At which time, her monthly rate for her TV and Phone services will return to its regular price, while her Internet discount will end in September/October The customer has agreed to pay her remaining balance of $136.34, due by 10/21/We apologize for any confusion this may have causedShould the customer have any further questions about this particular matter, we ask that she please contact our Billing team directly at ###-###-#### Sincerely, Cox Executive Resolutions team
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
A member of the Executive Resolution team spoke with the customer on December 4, and apologized for the bad experience and for the mis information regarding the refundDue to the miscommunication as a courtesy the Executive Resolution Specialist credited the customer for months of internet service to cover the difference missing from the refundThe customer confirmed that the refund check was received and they were satisfied with the goodwill creditThank you allowing us the opportunity to address the customer’s concernExecutive Resolution Team